Body Shop Expectations

[FlyNavy]

A little over a month ago my 2010 Silver TE was damaged in a tornado. The driver's side and rear lift gate took the brunt of the flying debris with mostly scratches and gouges in the fender flares. Unfortunately a table flew into the rear end and an entire new hatch was needed. The front bumper was scratched as well to the point of needing to be repainted. No major damage, except for the back, but overall just enough little damage to make it a hassle.

Jump to now. My 4Runner has been in the shop for almost 4 weeks and I went to go pick it up. Right off the bat I noticed swirl marks in the paint on the driver's door, sloppy paint job on the hatch (looks like non-skid), visible tape lines on the rear door jams with no attempt to blend the two surfaces and a noticeably different tint to the paint on the front bumper.

Please help me with my expectations here. Am I wrong in thinking this vehicle should be delivered back to me 4.0? I understand the difficulties in matching factory paint, especially with metallic silver, but sloppy painting, surface prep and taping are inexcusable I would think?

By the way the interior was covered in dust and it looks like during the windshield install interior plastic trim pieces were gouged.

This place is one of USAA's preferred shops and I am covered under them as well.

Before the tornado the car was practically blemish free after 2 years of ownership. I understand It will never be in a "showroom" condition again, but I just wanted to reach out to the forum to cage my barometer for what the final delivered product should be. Thank you for any guidance from those who have gone through this process before. Also, how does one deal with a shop that fails to deliver a satisfactory product?

FML,

Ian

 

[Antman]

Nope- a good body shop can make it virtually new. As a "preferred shop" they won't like you complaining to your insurance lest they lose their preferred status. If they were happy enough to give it back to you that way, they probably don't deserve that status anyway.

I would call the insurance agent and tell him you want it fixed somewhere else because your confidence in that shop has diminished. Watch the owner of the shop jump when you start complaining!:dammit:

 

[Boaz]

Ian,

Call USAA and let them know you are not happy with the job the "preferred" shop did. I used a shop here in va beach that I would recommend and it is on USAA's list and they did an excellent job on my tundra last year after some road debris hit my truck at 70mph.

Usaa from my experience will make it right. Hope this helps. If you want the body shop name I can send it to you via PM.

Boaz

 

[4gin007]

either contact the shop or contact your agent. if you are not happy with the repairs then you have to speak up. most shops are obligated to fix everything your not happy with, the customer is always right. since their a usaa preferred shop they will more than likely be happy to fix the truck to your 100% satisfaction, or they risk loosing usaa. trust me i paint cars for a living and ive had to redue a few jobs, from silly complaints to legit issues that shouldnt have been delivered to the customer (its only natural, not every job is gonna come out perfect). bottom line is the customer is always right and if your not happy then they have to fix it. and dont allow them to cut corners when they fix the issues either.

 

[Qjake]

Nope- a good body shop can make it virtually new. As a "preferred shop" they won't like you complaining to your insurance lest they lose their preferred status. If they were happy enough to give it back to you that way, they probably don't deserve that status anyway.

I would call the insurance agent and tell him you want it fixed somewhere else because your confidence in that shop has diminished. Watch the owner of the shop jump when you start complaining!:dammit:

This! But...
Are they preferred because the insurance co's customers have had positive experiences or because they do work for the insurance co at a discounted rate? Either way you are not required (at least here in Mass) to use any certain shop.

No your expectations are not high. I was in an accident with my 09 Tacoma when it was 2 years old and it also took 4 weeks to repair. When I picked it up it was showroom condition!! It looked better than before the accident and I was meticulous about keeping it looking good. I would do as Antman suggests, take it else were and have it fixed proper!

 

[Laubage]

Welp! I'm getting my front bumper fixed at a USAA preferred body shop too! I'll be interested to hear about what happens. Good luck!

 

[brockeverly]

Definitely not over expecting from them, it should be returned to the pre-accident condition and nothing less.

 

[FlyNavy]

Thank you all for your responses. Went in for the second time today to take delivery, only to find more issues caused during the shops attempt to remedy the initial discrepancies. Paint overspray on windows (interior and exterior), roof racks and tape lines.

Now dealing with USAA and taking the next step, which will most likely be finding a new shop should the third time not be the charm.

Good times......

 

[Stifler]

I have USAA and the shop that did the work on my wifes 3 year old black lexus had to do it 3 times before I accepted it... USAA was outstanding!

 

[4gin007]

i dont thnk you should let them have a third try, especially with the errors they made on the second attempt. their employees could possibly be getting disgruntled with the situation which would lead to poor quality. see if usaa has another preferd shop nearby, or reference another shop so you can get this issue resolved and have your truck back. just my $.02

 

[terra4r]

Like most others said, stick to it until its right again.

I have a feeling most people in Hampton Roads put up with the shatty work just due to ignorance or they don't have a vehicle they care about. (they then take that vehicle and ram it up along the side of yours and drive off to maaco). Observational rant, sorry.